Support desk and knowledge base
The support desk keeps customer conversations connected to the affected account, service and operational history.
Verified against the current LucidCP interface
01
Procedure
Step-by-step
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01
Create departments
Define departments, staff access and optional mailbox collection settings.
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02
Set ticket behaviour
Configure statuses, priorities, list refresh, auto replies and service linking.
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03
Prepare saved replies
Create reusable answers for frequent questions and organise them by category.
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04
Work the queue
Filter open tickets, review the full customer context, reply and set the correct next status.
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05
Measure service
Use the SLA report to watch response and resolution performance.
02
Checklist
Best practices
- Keep canned replies editable so agents can personalise them.
- Move repeatable answers into the knowledge base.
